Svenplay Casino - プレイヤーの賞金は没収されました。

I am reaching out to Casino Guru because you are widely recognized as one of the most reputable and effective platforms for resolving disputes between players and online casinos.

Summary of dispute: The casino confiscated €500.72 from my balance after I cancelled a bonus that I was required to cancel in order to request a withdrawal. I believe the confiscation is unjustified because my winnings were generated using real money, not bonus funds, and the bonus cancellation was not voluntary.

Timeline and facts

Dec 16: I deposited €200 and received a €100 sports bonus with a x10 wagering requirement.

I placed several sports bets. According to the casino’s rules, real money is used first when playing with an active bonus.

After betting, my bankroll reached approximately €400 total, composed of €300 real money + €100 bonus. No bonus winnings were generated (my winnings came from real money stakes).

I requested a withdrawal of €300. The casino system required me to cancel my active bonus before allowing the withdrawal to proceed. I cancelled the bonus only because withdrawal was otherwise impossible.

The €300 real money remained/was returned to my account balance.

My withdrawal was then cancelled twice: first due to payment method issues, then for KYC verification. I complied with all requests, and my identity and payment method were fully verified.

After completing KYC, I continued playing with real money and increased my balance to approximately €700.

I submitted a new withdrawal request for €700.

The casino then cancelled this withdrawal, removed €500.72 from my balance citing clause 58.3.11 (forfeiture upon bonus cancellation), and returned only my last deposit of €200.

My position

My winnings were generated with real money, not bonus funds.

Bonus cancellation was forced by the casino’s withdrawal flow, not a voluntary choice, and should not justify confiscating real-money winnings.

The casino did not address these points and only replied that "the decision is final."

Requested resolution

I request the restoration of the €500.72 removed from my balance.

Evidence available

Best regards

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Svenplay Casino. Please allow me to ask you a few questions so I can better understand the situation.

Do you currently have access to your account? If so, could you please attach a screenshot of your bonus history that displays the cancellation of the bonus.?

Was the bonus already canceled at the time you won the €700?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello Attila,

Thanks for your reply.

Yes, I have access to my account. I am attaching a screenshot of my bonus history.

The bonus was already cancelled before I later increased my balance to approximately €700. After my first withdrawal request of €300 was cancelled and the amount returned to my account, I continued playing exclusively with real money; the bonus had already been cancelled at that point. That is how I reached the €700 balance.

Best regards,

[Redacted]

Dear Player,

Thank you for your response. Could you please let us know if you received any notifications or warnings prior to canceling the bonus or making your deposit? Additionally, did you contact the casino's customer support before deciding to cancel the bonus?

Thank you in advance for your reply.

Dear Attila,

Thank you for your message.

I did not receive any notifications or warnings before making the deposit or before cancelling the bonus. When I tried to make my first withdrawal request, the system instructed me to cancel the bonus in order to proceed with the withdrawal.

I did not contact customer support before cancelling the bonus, because the withdrawal could not continue unless I cancelled it. After I cancelled the bonus and submitted the withdrawal request, the casino cancelled it and asked me to verify the payment method.

Please let me know if you need any additional details or screenshots. I believe the confiscation of my money was a mistake and that the bonus rule was applied incorrectly.

Best regards,

[Redacted]

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Hello there,

Thank you bricefox for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Svenplay Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact MADRE - an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (______@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter